Netflix account not working since moving house

[Ste25]

Hi, anyone had any joy getting Netflix working again since moving house? 
I have raised it with the call centre but nothing seems to be getting done to resolve it. 
after being told it was a Netflix problem I spoke to Netflix and they confirmed it was a problem with virgin. 
I have told virgin this and said I need a new activation email but this hasn’t been sent! 

[Matthew_ML]

Hey Ste25, thank you for reaching out and I am sorry to hear you are having some issues with Netflix since moving house.

What type of issue or error are you seeing?

Did the team raise an IT ticket  at all for this when you spoke to them?

[philnixon]

I'm having a big problem with Netflix myself since moving house.  I was told that I would get exactly the same bundle on moving (which included Netflix Standard), but Netflix has been downgraded from my previous version and no refund given.

[Matthew_ML]

Hey Philnixon, thank you for reaching out and I am sorry to hear this.

We've recently changed our Netflix offering to Netflix standard with ads for free with the option to upgrade to add free for £4 per month.

If you've done a renewal or moved house for example this would fall under the new Netflix T&C's sorry.

[Ste25]

It’s asking me to provide card details at log in stage which as it comes free with my package I shouldn’t need to do. I have raised a ticket but had no response for about a week now 

[David_Bn]

Thanks for coming back to us @Ste25.

Let's take this to a private message and I can take some details from you and seek to obtain information on the previously raised ticket, with the view to having you back to using Netflix via our services again.

Thanks,

David_Bn

[philnixon]

I really am struggling with Virgin's messaging on this, so much buck passing.  I had a package that included "Netflix Standard".  I was told when moving house that the package would remain the same.  New package only has "Netflix Standard With Ads".  What is Virgin's definition of "same"?   The 2 are very different, why else would there be a charge between the levels?  (As a side note, I can only seem to upgrade to Standard for £6 on my Netflix screen)

[Jamie_R]

I'm interested if you have resolution with this - Each exchange moves to DMs which keeps things quiet and doesn't help the wider community resolve the issue that seems to be so widespread.

[Carley_S]

Hi @Jamie_R 

Welcome back to the community forums. 

Sorry to hear you feel this way. We can see that you're already being supported through private messages on a Netflix related issue. 

We need to bring people into private messages to locate and ask for account security so we can locate the account when further investigation is needed. 

Should you've any further questions or concerns on your own personal Netflix concerns, please do reach out to my colleague who's supporting you privately and they'll be able to assist you further should you need.